Customer Experience Specialist

AT NDI, THE WORK YOU DO HERE MAKES A DIFFERENCE.Every day, we help shape the future of healthcare. We design and build 3D tracking systems that equip medical devices with advanced spatial navigation technology, delivering greater accuracy, performance, and confidence in procedures where precision is critical. Since 1981, we’ve partnered with leading OEMs and research institutes to push the boundaries of surgical navigation. Our optical and electromagnetic technologies are trusted in procedures ranging from orthopaedics and spine surgery to cardiac interventions and radiation therapy. Whether you're designing systems, supporting customers, or enabling the teams behind them, your work matters. It brings clarity to healthcare and helps improve outcomes for patients around the world. THE IMPACT YOU’LL MAKE: The Customer Experience Specialist is a key customer-facing role, responsible for delivering responsive, accurate, and professional support to procurement and supply chain contacts across all NDI product segments. As the first point of contact for many customers, this role ensures smooth communication between external stakeholders and internal departments. The Customer Experience Specialist manages order processing, coordinates fulfillment, and issue resolution, while supporting internal teams including Sales, Finance, Quality & Regulatory Affairs (QARA), RMA/Operations, Contracts, and Product/Marketing. The ideal candidate is detail-oriented, service-focused, and confident in managing a high volume of transactions in a global, fast-paced environment. HOW YOU’LL CONTRIBUTE: Order Management & Fulfillment Review and process customer purchase orders (POs) for accuracy, ensuring proper pricing, terms, and part numbers before entering the ERP system. Coordinate with global Planning and Logistics teams to confirm delivery timelines and provide shipping updates. Manage backlog updates and order changes for all NDI product segments. Customer Engagement & Relationship Support Serve as the first point of contact for customer procurement and supply chain teams, managing order inquiries, delivery timelines, and documentation needs. Provide proactive updates on order status, delays, or required actions. Escalate specialized inquiries to internal stakeholders such as Business Managers, Technical Sales, and Product Integration teams. Cross-Functional Collaboration Act as the customer-facing liaison for internal departments, including: Finance (Accounts Receivable): Support with invoice issues, payment status, and credit holds. QARA: Support regulatory document requests or compliance-related customer needs. RMA/Operations: Facilitate returns, repairs, and replacements. Contracts: Coordinate with the Contracts team on terms and conditions or PO compliance. Product & Marketing: Relay customer feedback or requests related to product information or promotions. System & Documentation Management Maintain accurate and up-to-date customer records in CRM (e.g., Salesforce) and ERP systems. Document all order activity, customer communications, and action items with clear audit trails. Process Compliance & Continuous Improvement Follow established Standard Operating Procedures (SOPs) for order handling, customer communication, and documentation. Support process improvements and contribute feedback on opportunities to enhance customer experience. EDUCATION AND PROFESSIONAL QUALIFICATIONS: Diploma or degree in Business, Communications, or a related field. 2+ years of experience in customer service, order management, or operations—preferably in a regulated or technical industry. Familiarity with ERP and CRM systems; Salesforce and Microsoft Dynamics experience is an asset. Experience collaborating with cross-functional teams. ADDITIONAL STRENGTHS: Proficiency in Microsoft Office, with strong Excel skills. Strong customer focus, demonstrating urgency, professionalism, and empathy when handling inquiries Highly organized and detail-oriented, able to manage multiple accounts, orders, and systems with accuracy. Team-oriented collaborator who partners effectively with internal departments to ensure seamless customer communication and resolution. Proactive problem-solver, skilled at identifying issues, proposing solutions, and escalating when necessary. Strong communicator with clear and concise verbal and written skills for both internal and external stakeholders. THE BENEFITS OF JOINING OUR TEAM Competitive pay with a 4% RRSP match to help you plan for the future. A comprehensive benefits package that supports your health and well-being. Company-wide bonus program and regular salary reviews. Employee Stock Purchase Plan offering discounted company shares to help you invest in and benefit from our growth. A 37.5-hour work week with a hybrid work model available where responsibilities allow. Receive 15 vacation days starting on day one, plus a paid holiday shutdown in December to recharge before the New Year A calendar full of employee social events and engagement activities to keep us connected. Professional and personal development support designed to foster your continuous growth and career advancement. Work where your contributions are valued — as a multi-year winner of Waterloo Region’s Top Employers and the 2025 Chamber of Commerce Business of the Year, we’re recognized for putting people first and fostering a culture of collaboration and excellence. Part of a growing global company with offices in Waterloo, Vermont, Germany, and Hong Kong. Conveniently located near GRT and ION transit stops, with free on-site parking available. If you’re looking to join a collaborative and curious team—guided by integrity, bold thinking, and a commitment to doing things right—this could be the team for you. We believe in supporting one another and working together to find creative solutions. You’ll be surrounded by people who are passionate about what they do and driven by work that truly makes a difference. If this sounds like the right fit for you, we invite you to apply online and introduce yourself. Location: Waterloo